Job Title: Manager, Client Services – SMB (BC)
Job ID: 85466
Location: Vancouver, British Columbia
Overview:
We’re looking for a Manager, Client Services to lead a high-performing technical support team in a 24/7 SaaS environment. In this role, you’ll oversee daily operations and manage a team of 6–12 experienced support professionals. You’ll coach and develop talent, handle escalations, track key performance metrics, and partner closely with product, engineering, and internal teams to continuously improve the customer experience.
What you will be doing:
• Lead, coach, and grow a customer-facing technical support team
• Drive performance through 1:1s, feedback, and development plans
• Manage escalations and major incidents with a customer-first approach
• Analyze support metrics and customer feedback to improve operations
• Collaborate cross-functionally on product and process improvements
What you must have:
• Leadership experience in a SaaS or enterprise support environment
• 10 years of SaaS support experience in a client-facing role.
• At least 5 years of progressive leadership experience within a support organization.
• Strong people management and stakeholder communication skills
• Proven ability to lead teams in fast-paced, high-pressure situations
• Solid technical background and incident management experience
• A servant-leader mindset focused on enabling team success
Salary/Rate Range: $100,000 – $130,000 CAD
Other Information:
• 24/7 follow-the-sun support model
• Occasional after-hours or weekend coverage
• Fully in-office role with some flexibility
Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.
For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com
